Senior IT Service Delivery Manager

COCONINO COUNTY, AZ; Flagstaff (AZ); On-site; USD 110,000 - 180,000; Full time

Job summary

Coconino County is seeking an IT Manager of Service Delivery to lead the IT Service Desk, desktop and endpoint support, asset management, and related service delivery functions. The role drives ITIL-aligned practices, data-driven improvements, and excellent customer experience across county departments.

The ideal candidate partners with leaders, vendors, and staff to resolve issues, communicate expectations, and ensure secure, reliable, and measurable services.

Qualifications

• Bachelor’s degree in Computer Information Systems, MIS, or closely related field with 2+ years of programming and systems analysis experience.
• Alternative: Associate degree in CIS/MIS with 3 years in programming and systems analysis.
• Four years of experience in programming and systems analysis.
• Equivalent combination of education, training, and experience demonstrating ability to perform duties.

Responsibilities

• Lead IT Service Management program by establishing and improving ITIL-aligned practices (Incident, Request, Problem, Change, Knowledge, Asset).
• Establish service ownership, standards, escalation paths, and improvement priorities based on performance metrics and risk.
• Serve as primary relationship manager for County departments and employees on end-user technology services.
• Develop SLAs, KPIs, and dashboards; monitor and report on performance and trends.
• Supervise and develop staff; build ITSM capability across teams.
• Identify opportunities to streamline service delivery via automation, self-service, and knowledge-centered support.
• Oversee asset lifecycle management, licensing, and asset inventory controls.
• Collaborate with Information Security and other IT divisions on vulnerabilities and compliance.

Skills

ITSM

ITIL

Leadership

Stakeholder management

Customer experience

Data analytics

Vendor management

Project management

Education

Bachelor’s degree in Computer Information Systems / MIS

Tools

ServiceNow

Ivanti

Freshservice

Jira Service Management

Microsoft 365

Intune

Job description

Coconino County is seeking an IT Manager of Service Delivery to lead the IT Service Desk, desktop and endpoint support, asset management, and related service delivery functions. The role drives ITIL-aligned practices, data-driven improvements, and excellent customer experience across county departments.

The ideal candidate partners with leaders, vendors, and staff to resolve issues, communicate expectations, and ensure secure, reliable, and measurable services.